Archive for the ‘customer satisfaction’ Category

Why Customers Abandon You and Quick Tips on Stemming the Flow

Monday, March 8th, 2010

A survey by The Canadian Manufacturers Association on why customers abandoned their suppliers revealed that:

[  1% ]  was lost because of death

[  3% ]  were lost when their salesmen left the company

[  5% ]  left to buy from a friend or relative

[  9% ]  left because they found they could buy at lower prices

[ 14% ]  quit buying because of unadjusted complaints

[ 68% ]  quit buying from the company because the employees of the company were indifferent and showed lack of interest in the customer

What to do about it:

Provide recognition of your customers by setting up a system that instantly tells you who they are, easy with today’s technology!

Spend lots of time looking at your customer “touch points” and ensure your service systems are comprehensive and accurate and staff is well trained and committed to the customers.

Make sure full and accurate information is available on your products and services to all stakeholders, customers service staff and all contributors to the customer delivery process.

Make helpfulness, friendliness and professionalism core part of your corporate culture.

Protect your brand identity factors as a priority of your organization’s mission… look at Toyota as a good “bad example” and what failing to do this can mean.

Product quality and price – well if I need to write about these to basics I am wasting my and your time.

NB ***Before I finish… direct page viewers can go to main blog to check out other posts by clicking on the white “orglearn.org” in the header panel above!

and… While you’re here take a look at the free blank resume form!

Finally a few customer retention points based on an article by the Database Marketing Institute [www.dbmarketing.com]

Stop stressing price as a major basis for doing business

Know your customers are and treat them as valued individuals

Communicate with them effectively and often

Find special ways to build a relationship with them

Thank them for their business (thank you notes are still good)

Use your best customer service people with them

Build equity in the sales/buying process (through a system that provides rewards for volume business and for length of service/custom for both sides of the equation, staff and customers. i.e. Make it expensive to leave)

Train your customer service staff again and again and again

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Posted in customer retention, customer satisfaction, customer service, entrepreneurial management, exceeding customer expectations, management, sales management, serving customers | No Comments »

Salesperson’s checklist part two!

Friday, February 12th, 2010

HAVE YOU DESTROYED THE SALES SCRIPT AND STOPPED PITCHING?

Helping the prospect through the buying process should be a conversation not a one person narrative. If you are using a script you are probably not listening to the customer nor understanding their wants… you are just pitching and pitching isn’t selling.

Are you working very very hard and still not making the sales?

THEY KEY TO BETTER SALES IS TRAINING YOUSELF TO BECOME THE CUSTOMER’S ‘ASSISTANT BUYER’

Do you look for the five steps of the buying process?

ATTENTION
INTEREST
CONVICTION
DESIRE
PURCHASE

Do you know how to respond effectively to the prospects state of mind and emotions at each of the five stages?

Have you done a sales training course, read a book or even an article on sales in the last 30 days?

If you want to be a real “SALESPERSON” which of the following phrases describe you…

1. long term associate
2. partnership seeker
3. trustworthy individual
4. communicative and a good listener
5. human relations expert
6. product/service expert
7. problem solver
8. referral getter
9. lead generator
10. attractive and well presented
11. caring and considerate
12. often with the customer
13. welcome if you call in unexpectedly,
14. always positive and active
15. someone to respect.

FLOGGING OR PITCHING IS NOT SELLING, IT’S A CON, SELLING IS KNOWING HOW TO BEST SOLVE A CUSTOMERS PROBLEM WITH THE APPROPRIATE SOLUTION

If you need the sales script you have not reached the level of selling competence in the product knowledge area (features, advantages and benefits) that you will need to succeed!

DO YOU UNDERSTAND AND PRACTICE THE “DON’T SELL, LISTEN” PRINCIPLE?

Being sold makes us all uncomfortable; pressure is pressure no matter how slickly it’s applied.

The book ‘High Probability Selling’ (Abba Publishing Company), by Ruben & Werth, proposes that the salesperson’s objective is ‘not to get the prospect to buy, rather to find out if there is a mutually acceptable basis to do business’. Sales success comes from being an expert in human relations; it’s about earning respect, using effective communication and particularly it’s about listening.

LISTENING to what you are being told during a sales appointment is still the best way to find a sale. By listening rather than talking you can uncover what the prospect is looking for and then you can provide the ‘fix’.

Just before I finish…

*Here is the link for direct page viewers return to main career success blog to check out other posts!

While you’re here take a look at the free blank resume form just in case after the last two posts you think selling as a career is just a bit too hard!

REMEMBER it is hard if not impossible to listen, think and talk all at the same time!

Finally: If you do stay in sales and practice long and hard enough it can be on of the most personally rewarding and financially rewarding careers you can have.

AND

Its the product of the product that your customer is seeking… they don’t want your ALKA SELTZER nor even relief from pain they want to get on with what is important to them!

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Posted in career advice, customer problem solving, customer retention, customer satisfaction, customer service, sales, sales management, sales prospecting, sales skills, selling skills, serving customers, the customer is king | No Comments »

SIX ESSENTIAL TIPS ON HANDLING CUSTOMER COMPLAINTS

Thursday, January 21st, 2010

The hardest complainant type first:

If a customer is abusive you must to make you first goal to calm the customer’s temper and take control of the situation. You need remain open and friendly, stay calm and keep your voice low and controlled. Tell the customer you are interested in his/her complaint and say ‘in order to help you I need to fully understand your problem’. Then ask ‘can you tell me what is wrong in a calm voice to ensure I focus on the problem (rather than the emotion) so I am better able to find a solution’. Let customer ‘vent his or her frustration’ and don’t interrupt. Telling you their complete story, and describing how upset they are, allows customers to release pent-up frustrations. It is wise to take notes as you go as it helps you with your response and shows the customer you are seriously interested in their problem.

BLAMING OTHERS IN YOUR ORGANIZATION

The worst tactic I have come across is a customer service officer trying to blame me, the customer, for the problem. Never play the blame game! Blaming the customer for the problem will dramatically worsen the situation. Also particularly never use the phrase ‘sir our system requires…‘ or even worse ‘sir you don’t understand our system’ (a common phrase with many service providers in Asia, especially bank staff).

Never blame others in your organization. Both the ‘system excuse’ and blaming others will be seen as evasive (or even worse cowardly) and destroy your credibility with the customer. No customer cares about your ‘problems’, they just want their problem solved. Accept responsibility as a representative of your company and place your efforts into solving the problem.

‘FRUSTRATION: HAVING TO RESIST THE TEMPTATION TO CHOKE THE LIVING S..T OUT OF SOMEONE WHO REALLY DESERVES IT!’ This is a funny saying however it has no place in customer complaint handling, in spite of the bad attitude of many customer service’s staff I have met (and trained) over the years.

GET THE ENTIRE STORY:

When the customer has told you the whole story regarding a complaint tell the customer what you will do to solve the problem. Do not tell the customer what he or she must do to solve the problem. Use phrases such as… ‘I will contact the xyz department’… ‘I will find the document’… ‘I will gather the necessary information’ etc. If you use ‘I’ in place of ‘you,’ you will help to minimise tension as it assures the customer that you are taking responsibility for the resolution of the issue. If you need to refer the matter to a third party always check back with the customer to ensure the other party has made contact and that the problem has been solved. Sure it’s wise to check with the third party to ensure a solution has been found first, however contacting the customer after the event will reinforce both your own and your company’s image. Important point never use the word ‘no’, either recommend a solution or suggest a compromise.

PROBLEM SOLVING AS A CHANCE TO LEARN AND IMPROVE

If you view problem solving as a chance to find out how to improve your company’s operation (or image) and as an opportunity to learn something, rather than a nasty experience, you can approach these difficult situations with a more positive frame of mind. In most complaint situations there are only win-win or lose-lose results. Everyone will win with satisfied customers as you can gain a positive company image and an advocate for you and your products/services (plus hopefully some personal satisfaction) or everyone can lose with upset customers and the gradual destruction of your company’s place in the market plus… personal emotional upset. Every time you allow someone else to change your emotional state YOU LOSE. Turn complaints into opportunities! In reality when you win, so does the customer and if you lose, so does the customer.

IT’S BETTER TO RECEIVE A COMPLAINT THAN HAVE AN EX-CUSTOMER THAT NEVER TELLS YOU WHY THEY LEFT!

FOLLOW-UP:

1. After you’ve resolved a customers’ complaint, it’s essential you place a record on file to ensure the next person handling the customer is aware of the problems encountered so they do not inadvertently ‘walk into a minefield’.
2. Best practice in customer service demands that we place a file note to give a little extra attention to the customer to reinforce the fact that the previous problem was a ‘one off’. This may well cement good future relations.
3. You must also ensure that the problem’s causes are analysed and counter measures are employed to make sure the same situation does not recur. If you learn a ‘better’ way you do business make the learning worthwhile and find a way for your company to make the changes required. Also the last thing you want is for any customer to have a similar problem let alone the same customer have two bad experiences in a row. If they do, chances are you’ve lost them (and all those they can influence) forever.

ONE UNANSWERED COMPLAINT CAN LEAD TO THE LOSS OF LARGE NUMBERS OF POTENTIAL CUSTOMERS

Effective or ’good’ customer service needs to be a company wide philosophy not just a procedure. Effective complaint handling is a key element to retaining customers. All job descriptions should contain a responsibility statement for all functions and levels of staff, regardless of their perceived requirement for direct customer contact (or not). In hiring interviews, orientation programmes and training sessions, emphasize that everyone is in the customer service business. Make sure that all employees understand how they directly or indirectly ‘effect’ the customer. Include customer service in all performance evaluations and set up a complaint recording system with a section to report outcomes and responsible personnel. Even if you don’t have a formal ‘Total Quality Management’ function ask employees to submit a list of the specific things they’ve done to help provide superior customer service. If ‘to serve a customer is the only reason for a business to exist’ (and it is) you need to be passionate about updating or modifying your staff’s attitudes and company procedures to eliminate as many complaints as you can.

LEARN TO LOVE COMPLAINTS, THEY ARE GUIDEPOSTS TO IMPROVED PERFORMANCE!

If you can view problem solving as a chance to find out how to improve your company’s operation (or image) and as an opportunity to learn something, rather than a nasty experience, you can approach these difficult situations with a more positive frame of mind. In most complaint situations there is only win-win or lose-lose results. Win with satisfied customers and a positive company image (plus personal satisfaction) or upset customers and the gradual destruction of your company’s hard fought place in the market and personal emotional upset. Every time you allow someone else to change your emotional state YOU LOSE. Turn complaints into opportunities! Remember when you win, so does the customer and if you lose, so does the customer.

Under the heading of “focus on the people who focus on the customers”, a manager’s customer service guide I once read (source unknown) stated:

“Make customer service a part of all written or verbal job descriptions—no matter the function or level. In hiring interviews, orientation, and on-the-job training, emphasize that everyone is in the customer service business. And make sure that all employees understand how they directly or indirectly ‘touch’ the customer.”

“Remember that people do what’s expected when it’s inspected! Include customer service in all performance evaluations. Prior to conducting evaluations, ask employees to submit a list of the specific things they’ve done to help provide superior customer service.”

“Go on a paralysing policy hunt! Ask employees to identify policies and procedures that get in the way of providing good service. Then do your best to update, modify, or eliminate as many as you can.”

*Link for direct page viewers return to main career success blog if you would like to read other posts by Ric at orglearn.

NOTE research indicates that:

1. Seven out of ten complaining customers will do business with you again if you resolve the complaint in their favour and if it is resolved on the spot, 95% will do business with you again.
2. A typical business hears from only 4% of its dissatisfied customers; the other 96% just go silently away and 91% of them will never come back.
3. A typical dissatisfied customer personally tells more than eight people about his or her problem. With today’s communication options and social media usage a dissatisfied customer may now publicize his or her dissatisfaction to thousands.

Talking of dissatisfaction… dissatisfied with your job? Take a look at the free blank resume form and update your resume perhaps!

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Top Five Principles for Excellent Customer Service

Friday, November 20th, 2009

Make yourself and your products or services easy to gain access to.

Whether it’s online or through real locations simplicity of access is the key. Make sure your stock levels are well managed and matched to demand. Being out of stock is a sin. When it comes to online access test to web pages with new eyes or first time users to ensure the novice buyer is able to intuitively make a purchase. A great example of what not to do is Optus Australia… what a mess, must cost them a fortune in customer service calls/support inquiries. They have one of the worst web pages I have seen… see if you can link an account to your online access. They even stated you could pat with Paypal only to advise that actually for my prepaid wireless service they had changed policy and I couldn’t. One problem is packaging terms used in instructions don’t match online options, inconsistency in messages creates massive confusion.

Select positive and friendly staff who see serving customers as a pleasure.

You must train and train your staff to be helpful and friendly at all times with customers regardless of their own personal difficulties. I have been in three businesses recently one with a grumpy waitress, one with a stressed and defensive supervisor and one with a very helpful and pleasant sales assistant. One business will see me back I’m a loss to the other two… oh and so will my friends be.

Competence, speed and responsiveness from all organizational levels.

Again to mention Optus Australia. I was unable to get onto the net so I rang their support line. My 1st question is there a problem with the wireless tower… no sir, OK what do I do. Could you restart your computer… OK tic tic restart, no that did not help. OK sir could you uninstall the program and reinstall… 5 minutes later, OK? no still not working… are you sure there’s not a problem with the tower… I’ll check Sir… no the tower is operational. Can you go to your local Optus shop and test your modem… rather not what else… It could be a settings problem are you using Microsoft?… no Apple and it worked yesterday. Can you please make sure its not your tower down… I’ll ring again sir… tic tic tic… Oh I sorry Sir yes there is actually a problem with the tower technical had not advised us… why not… we wait till a customer has a problem to investigate sir… so I’m an unpaid consultant and I’ve just spent 28 minutes of time and its cost me about $21.00 to call you.

So the final point get pertinent operational information to your customer interface.

Personal attention: don’t hide behind automated telephone services.

How many times have your seen the notice “online help not available”. How many answering machines and punch in the numbers systems have driven you crazy… people deal with people not machines no matter how good you think they are. If you are going to provide self-help tools or support make sure they are foolproof, easy, easy, easy and reliable. Supermarkets nowadays not only provide shoppers with a range of trolleys and baskets one I was in the other day had self-checkout, wow it was quick easy and effective.

Number Five… perhaps you could tell me by way of a comment… sorry :-)

I like this quote by Steve Tobak “The only thing more powerful than delivering a great product is saying you’re going to deliver a great product and then doing it.” So perhaps five is tell the world what you will do and then make sure you do it!


Ric (orglearn) **Link for direct page viewers return to main career success blog to check out other posts!

While you’re here take a look at the free blank resume form!

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Posted in customer problem solving, customer retention, customer satisfaction, customer service, exceeding customer expectations | 1 Comment »

Time to Turn Your Business Model Upside Down Part One

Tuesday, October 20th, 2009

Historically businesses have built the management structure based on a pyramid resembling early military and bureaucratic structures where the power and decision making was with a select few at the pinnacle. Under this tradition the customer (enemy in the case of the military) only received what they were seeking at the whim of that elite group. For example, not too far in the past if you wanted a telephone connection (in most countries) it could take weeks, or even months, before the connection was made. A great example of a modern ‘power at the top’ based monopoly is the visa section of almost any embassy you wish to visit. The misuse of power, the lack of interest in the ‘customer’ and the long lines of frustrated ‘victims’ bear testimony to the shortcomings of all-powerful bureaucracies.

OLD DAYS – MONOPOLIES / LESS COMPETITION / LESS EXPECTANT CUSTOMERS / (STILL ‘NOW’ FOR SOME)


Boss Responsibility/Decisions are made at the top


Middle Management


Staff Staff Staff Staff Responsiveness/Support stay at the ‘bottom’


Customer Customer Customer Customer Customer

If, as it is now more than ever, a reality that a vast array of alternative choices are available, the power over the organization rapidly shifts to the receiver of products or services and away from the providers. Two great examples of this “reality” are the telecommunications and banking industries. As these industries have been deregulated, providing the customer with the power to choose, the management and staff of these industries have had to find new technologies, systems and of course methods of structuring themselves to maintain their market share. The ‘new’ reality therefore looks more like this:

TODAY – TOUGHER COMPETITION / GLOBALIZATION / MORE CHOICE / EDUCATED & EXPECTANT…


Customer Customer Customer Customer Customer


Staff Staff Staff Staff Responsibility and Decisions are made at the top


Middle Management


Boss Responsiveness and Support stay at the ‘bottom’


So the burning question becomes:

ARE YOUR STAFF SERVING THE CUSTOMER OR THE BUREAUCRACY?

As you can see in this model (as Ken Blanchard’s staff explained to me some years ago) it is important to note that the responsibility to manage, particularly the customer relations remains at the top. In part two I will discuss what this means for both staff and management.

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Posted in career advice, change management, coping with change, customer satisfaction, customer service, entrepreneurial management, entrepreneurial organizations, leadership, management, management leadership | 2 Comments »

Seven Things You Must know About Your Customers by Clate Mask

Sunday, September 20th, 2009

This is a recent email I received from Clate Mask CEO, Infusionsoft regarding the & “things” you must know about your customers:

1. Their Name- Nothing speaks to an individual faster than their first name. Use it to build your relationship with your customer.

2. What They’ve Purchased- If you know what your customers purchased in the past, you have a good idea what they will buy again. (And won’t waste your time promoting products of little to no interest.)

3. How Often They Purchase- Individuals who buy rarely from you may need additional encouragement – more marketing. Whereas, consistent customers may not need extra sales pitches, but might benefit from a newsletter or coupon.

Ric comment: Perhaps the sentence above should read “sales contacts” as “pitches” are an outdated and inefficient mode of selling.

4. How Much They Spend (on average)- Why spend precious time pitching (there’s that no no word again) products to customers that they can’t afford? It might embarrass your customer, shows your lack of personal interest, and may cause customers to lose interest.

5. The Last Time They Purchased- Have you lost a customer without even knowing it? Who’s still loyal? Who has strayed (and needs to be brought back)?

6. Each Interaction You’ve Had With Them- Documentation is important for obvious reasons. But being able to “recall” previous conversations will make your customer feel important and appreciated.

7. How They Feel About Your Business- Feedback from your customers is the best way to improve your products/services, meet your customers needs, and attract more customers.”

And from me:

8. What is the one thing (other than price) we can do to help you more- This is an essential question for all salespeople to ask

9. Who are his/her their friends- Do you know anyone that you do business with as a supplier or customer that would benefit from our product or service

Ric (orglearn) **Link for direct page viewers return to main career success blog to check out other posts!

While you’re here take a look at the free blank resume form!

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Posted in customer retention, customer satisfaction, customer service, sales, sales management, sales skills, sales training, selling skills, serving customers, the customer is king | No Comments »

Sales and Selling – a letter from Gary Wilson

Sunday, July 19th, 2009

Hi Ric,

This is something that I have learned about selling and customers.

“When your selling something first you need to make sure that it meets the needs [or wants] of people you’re trying to sell to however remember that no matter what… “your customer is always right”. You need to build a good relationship with them because if you can build trust with them then more than likely they will buy from you over and over as long as you have what they want to buy.

This is just my experience from being in sales for years. I’m no expert however I have learned a few things along the way.

- They [the prospects] are wanting something that will fix their problem or help them with what ever it might be.

- Also you need to have a good attitude with them in other words be nice to them ask them if there’s anything you can help them with or if they don’t want what they bought then offer them money back or see if they might want to exchange the item for something else or so [to maintain long term loyalty].

- Most important thing you will not always sell something, people like to look around first to see if they can get a better deal or for a lower price.

- Always treat your customers the way you would want to be treated and you just might see results. With out any customers then you don’t have a business. One thing I learned was that after they buy from you always tell them than you for doing business with you or buying because like I said before if you don’t have customers  then you want have a business at all to sell things.”

Gary Wilson
http://thewilsonenterprises.com

Thanks Gary… rictownsend [items are Ric addins/edits]

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Staff and customers an unpredictable mix – achieving better customer service standards!

Saturday, June 20th, 2009

Some basic staff must do’s

Something so basic you would wonder why it needs a mention. Know your product so you are the expert, know your company so you are an expert and know your customers real buying motives so you are the expert. So what is a real buying motive… hmmm it’s a Mercedes Benz and your customer says he wants it because its “safe”… rubbish he wants the prestige, go along with the safety game however sell the prestige. If you want to serve your customer well you must also know who to refer your customer to or who to go to yourself within your organization to answer all customer queries. Have you ever been told “oh you’ll have to see spare parts about the extra” whatever you wanted or… “accounting’s around the corner for that information”… don’t do that, if you are handling a customer you contact spares or sort out the accounting inquiry on behalf of your customer.

Handling Difficult Customers. The first and often forgotten rule is that complaining customers are referring to their disappointment with your company, product or service, so don’t take the complaint personally. It is easy to become defensive about your company however this natural tendency needs to be resisted. The thing you need to remember is it is always better to separate the person from the problem. So you’re not dealing with a difficult customer your dealing with a customer with a difficulty. At all costs stay calm believe you are good at your job and act professionally and dispassionately even if the customer doesn’t. Oh yes always take notes and ensure some learning occurs.

The Art of Selling All the Time. Often companies need to send out notices for issues such as say, changes in legislation, changes is service standards, product recalls, temporary closure of outlets, renovations, or changes in terms and conditions. All contacts with the customer need to be sales oriented and offer a positive for the customer. So the old “Please be advised due to blah blah blah and we apologize for any inconvenience caused” letter just won’t cut it. If you have some negative news at least add an offsetting positive to the communication. Example you have a hotel and your XYZ restaurant is being closed for renovation, don’t ‘please be advised’… instead, its ‘great news ABC restaurant is now offering an extended menu with a special guest chef’ then you add at the bottom, ‘during this wonderful promotion we will be renovating XYZ’.

Working as a Team. For a truly customer oriented organization to be in operation the entire company needs to believe they are… and act as if they are… “one team”, all focused on adding value for their customers and yes that means that sales and service are the responsibility of accounting, production, financial control and even the human resource department. Huh you say… are you crazy… nope all decisions need to undergo the “value add” to the customer versus, the “energy suckers” on the company test. This is often not easy to achieve as inter department culture wars are common in and a crippling reality in many companies.

EXCELLENT SERVICE NEEDS A TOTAL COMPANY COMMITMENT

A strong customer focus at all organization levels is basic to success in providing excellent customer service. Customer focus by all employees versus, the all to common, ‘IT’S THE SALES DEPARTMENTS RESPONSIBILITY’ is essential to prevent ‘cock-ups’ at the external customer service level. We all need to realize that there are three types of customers for most of us to service… ‘internal’, ‘ultimate’ and ‘external’…

We all know our internal customers (don’t we)… these are any individuals that receive our work output. In most organizations we also have ultimate customers… these are guys/ladies at the sales/buyer interface… and of course we are all here to serve the external customers or those (if we are smart) we refer to as ‘king’!

So who are our customers then? Anyone for whom we do anything is our customer, whether it is directly from one hand to the next, or indirectly through others in the service chain. Therefore if we need a strong customer focus by our non-sales staff they will have to buy into the proposition that they need to work to serve the ultimate customer and their priority must be to do their job in such a way that it makes the job of the next person in line as easy as possible.

In your company… HOW DO THE STAFF IN PURCHASING, FINANCE, ACCOUNTING, HR AND ADMINISTRATION SEE THEIR ROLES?

www.orglearn.org career advice, resume tips and a free blank resume form

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Posted in career advice, customer problem solving, customer retention, customer satisfaction, customer service, exceeding customer expectations, serving customers | 3 Comments »

Staff and customers a volatile mix – achieving great customer service standards!

Friday, June 19th, 2009

Some basic must do’s

Staff must be trained and tested to ensure they can effectively communicate both orally and in writing. If you can’t invest in hiring or training great communicators at least design a broad range of idiot proof form letters that cover common situations and have a senior manager vet them before they are sent out.

Ensuring that proper telephone techniques are understood and practiced is another essential and one that in my experience is often overlooked. Even major international banks are known at times to hide behind their automated systems. How many times have you been lost in the call transfer process or been sent through three or four idiots before you got to the service section you needed.

Problem solving must be ingrained in all staff as a primary responsibility. I recently spoke to a HR department in a major hotel regarding an issue and was told “that’s not my job and you’ll have to speak to Mr so and so”. This person had no positive customer service attitude and was not at all interested in the impression her bad and disinterested behaviour left on the customer. In contrast I once watched a busy chief executive personally handle a basic question from a customer and after referring them on to the correct department followed up both the service staff and the customer with a call to ensure the query had been handled to the customer’s satisfaction.

Ensuring staff give “compelling customer greetings” is a key to being perceived as an organization that offers great customer service. There are many techniques for ensuring staff know who their customers are by name. With computerised tracking systems it is easy to build a data base of your customer association with your organization. Which do you like? “Hello sir how may I assist you?” (to a repeat customer) or “hello mister Jones nice to see you back how is your xyz widget performing” or “hello Mr Smith, wow you were only here in June you must enjoy our hotel we are really pleased you have come to stay with us again”.

EXCELLENT SERVICE IS A PHILOSOPHY, NOT A TECHNIQUE!

Questions to ask yourself:

Does our company/department/staff take customer requirements very seriously? If we are to be truly customer focused… no one is just doing a job, we are all satisfying customers. How long has it been since we have executed (metaphorically speaking) anyone for saying “its not my job”. Is our organization free of demarcation disputes? Do we have a total quality attitude to our work or is everybody working to rule.

Do we look at what we do from the customer’s point of view? How long has it been since we surveyed our customers; got feedback on how we are doing. (“Face-to-face” is best.) How much effort is really taken to make our customers feel important and respected? Try this… put a dollar coin in a jar every time you hear a phone sound for more than three rings and if the jar is too heavy to lift at the end of two months invest in some attitudinal changes in the corporate culture.

The latest wisdom suggests that partnering is the way to the future… do we show concern for our customer’s business requirements, communicate effectively our needs and demonstrate an understanding for theirs. Is there a follow-up system in place or do we just wait for complaints. When we get complaints do we conduct a ‘witch hunt’ or do we re-educate the staff to do it better next time.

DOES OUR ORGANIZATION PROFIT (LEARN) FROM OUR MISTAKES OR DO THEY JUST COST US CUSTOMERS?

www.orglearn.org management tips, resume tips and a free blank resume form

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